Consumer Rights: MoneySavingExpert.com discussion

always_broke

RE: Microsoft XBOX 360 LIVE - Monthly subscription

Hope i am on the right board.
Any help would be appreciated. I allowed my son to purchase £4.99 for 1 month xbox live using my credit card. By the time i got my Credit Card statement i was over my limit and fee added. Microsoft had been taking various payments sometimes a couple daily!

* You can't remove your credit card details from the xbox system.

Contacting Microsoft they said it was for xbox points which we had requested. I told them my son hadn’t asked for Microsoft points and when i pushed them further they admitted none had been used.
Told them i had seen on Internet and Media about Xbox hackers for microsoft points.
They refused to refund any payments so i asked them to cancel the monthly subscription and remove my credit card details.

After a couple of weeks Capital One contacted me and said Microsoft where applying for various funds from my account and had i gave permission. I said no and they told me they couldn’t stop my card but could block it and to ask Microsoft to stop taking payments, which i did.

Things were fine for a few weeks then i received my credit card statement today and Microsoft are at it again for £40 approx. this month. It has put me over my limit again and a fee has been charged.

I contacted Capital One and asked what had happened with block and how come Microsoft took money again when they were aware of the problem.
Manager told me I should have cancelled my card not blocked it as Microsoft could still take payments. My problem was with Merchant. Told them i was advised by them i couldn’t cancel card, etc., and who cancel block.

Capital One told me the information they could give me about my account is limited. If i have a problem to contact the Merchant. Told them i was very cross and what about my credit rating showing overlimit, etc and why couldn’t they give me any straight answers.

Microsoft won’t help they say i requested Microsoft points when i know i didn’t and they have no request on file to stop monthly xbox live payments.

Sorry for the long post but i feel i am being passed around and just want my money back from either party.

I would appreciate any help. Thanks.

Art_2

always_broke wrote: »

RE: Microsoft XBOX 360 LIVE - Monthly subscription

Hope i am on the right board.
Any help would be appreciated. I allowed my son to purchase £4.99 for 1 month xbox live using my credit card. By the time i got my Credit Card statement i was over my limit and fee added. Microsoft had been taking various payments sometimes a couple daily!

* You can't remove your credit card details from the xbox system.

Contacting Microsoft they said it was for xbox points which we had requested. I told them my son hadn’t asked for Microsoft points and when i pushed them further they admitted none had been used.
Told them i had seen on Internet and Media about Xbox hackers for microsoft points.
They refused to refund any payments so i asked them to cancel the monthly subscription and remove my credit card details.

After a couple of weeks Capital One contacted me and said Microsoft where applying for various funds from my account and had i gave permission. I said no and they told me they couldn’t stop my card but could block it and to ask Microsoft to stop taking payments, which i did.

Things were fine for a few weeks then i received my credit card statement today and Microsoft are at it again for £40 approx. this month. It has put me over my limit again and a fee has been charged.

I contacted Capital One and asked what had happened with block and how come Microsoft took money again when they were aware of the problem.
Manager told me I should have cancelled my card not blocked it as Microsoft could still take payments. My problem was with Merchant. Told them i was advised by them i couldn’t cancel card, etc., and who cancel block.

Capital One told me the information they could give me about my account is limited. If i have a problem to contact the Merchant. Told them i was very cross and what about my credit rating showing overlimit, etc and why couldn’t they give me any straight answers.

Microsoft won’t help they say i requested Microsoft points when i know i didn’t and they have no request on file to stop monthly xbox live payments.

Sorry for the long post but i feel i am being passed around and just want my money back from either party.

I would appreciate any help. Thanks.

Firstly contact your card provider and inform them that no more payments are to be made to m/soft.

Also tell them that you have not authorised the payments already made and you expect them to refund these to you under their responsibilities through the credit card protection. Confirm everything in writing, recorded delivery.

Next write to m/soft telling them the same and demand that they refund payments already made and cease taking other payments.

Are you dealing with them in the UK or from the US? If you are dealing with them in the UK you can tell them that you will take them to the Small Claims Court if they do not sort this out for you.

Regards,
Art.

Magic_Mel

My wife recently returned a faulty electrical item under the 12 month warranty along with the receipt.
Like all supermarkets, they were very helpful, and offered a full refund on the credit card it was purchased on.

This is where it gets difficult.

We had, some months ago a major problem with our mastercard (the card was cloned) and because of the banks attitude, I closed the account and opened up a new Mastercard account with another bank.

Because my wife was unable to produce the card the goods were bought on, they declined a full refund on the basis the card details were different to that on the receipt and said they would need to refer it to head office for guidance.

To be fair, common sense prevailed with the duty manager after a quick phone call, but we cannot have been the only people in the UK having bought goods on a card that no longer exists....!

Perhaps they ~(all retailers) should rethink their policies on this issue!

Art_2

Magic_Mel wrote: »

My wife recently returned a faulty electrical item under the 12 month warranty along with the receipt.
Like all supermarkets, they were very helpful, and offered a full refund on the credit card it was purchased on.

This is where it gets difficult.

We had, some months ago a major problem with our mastercard (the card was cloned) and because of the banks attitude, I closed the account and opened up a new Mastercard account with another bank.

Because my wife was unable to produce the card the goods were bought on, they declined a full refund on the basis the card details were different to that on the receipt and said they would need to refer it to head office for guidance.

To be fair, common sense prevailed with the duty manager after a quick phone call, but we cannot have been the only people in the UK having bought goods on a card that no longer exists....!

Perhaps they ~(all retailers) should rethink their policies on this issue!

Just another hoop that consumers have to go through to get their rights.

Proof of purchase is all that is needed. Fortunately the Store applied a bit of common sense and resolved the problem.

I can only think the store preferred to do refunds from the same card as the purchase. That's for them to resolve and not you.

Regards,
Art.

lovelyjubbly

Has anyone ordered from La redoute and received the free ecru coloured cotton throw? it was offered to me in April this year , I liked the look of it so ordered a vest top. The Top was sent to me on 9th April, the delivery note said the throw was ‘exptected’ to be despatched w/c 23/04/07, not that I am cynical but this just happens to be after the 14 day home approval period for the vest top!
I then received a letter at the beginning of may saying that they were unable to provide the gift, as the quality of the product was under expectation, and they attached a £10 discount voucher off my next order.
I dont think that they are being fair as I only ordered something as they were offering a free gift, I wrote to them and said that, as the order was made with the anticipation of receiving the free gift, I thought I was entitled to take the £10 off that order, so I took £10 off and sent the balance, they have not replied to my letter, and now have sent me a statement showing the amount I paid off the account with a balance of £10 outstanding and they have charged me interest!
on the paperwork with the offer of they throw it does say on the bottom they have the right to substitute gifts, but I don’t consider a £10 discount voucher off my next order a substitute gift. any views on this please!!!!!

Art_2

lovelyjubbly wrote: »

Has anyone ordered from La redoute and received the free ecru coloured cotton throw? it was offered to me in April this year , I liked the look of it so ordered a vest top. The Top was sent to me on 9th April, the delivery note said the throw was ‘exptected’ to be despatched w/c 23/04/07, not that I am cynical but this just happens to be after the 14 day home approval period for the vest top!
I then received a letter at the beginning of may saying that they were unable to provide the gift, as the quality of the product was under expectation, and they attached a £10 discount voucher off my next order.
I dont think that they are being fair as I only ordered something as they were offering a free gift, I wrote to them and said that, as the order was made with the anticipation of receiving the free gift, I thought I was entitled to take the £10 off that order, so I took £10 off and sent the balance, they have not replied to my letter, and now have sent me a statement showing the amount I paid off the account with a balance of £10 outstanding and they have charged me interest!
on the paperwork with the offer of they throw it does say on the bottom they have the right to substitute gifts, but I don’t consider a £10 discount voucher off my next order a substitute gift. any views on this please!!!!!

You've learned a valuable lesson - if you don't want the goods don't order them just to get the free gift.

Write to them telling them that they have failed to honour their contract and you will accept the £10 as compensation for this failure. Alternatively they can have their goods back. (assuming you don't really want the vest anyway). How much was the throw worth/

Regards,
Art.

lovelyjubbly

Hi Art, yep I know you are right!
the original leaflet says that addditional throws may be purchased for £25

Nex0

Hi I hope someone can help with this.

Unfortunately I have deleted all my emails on this so i'm not entirely sure about specific dates.

I receipt shows the dates as the 2-4-07 although I suspect it was approx a month before that I actually ordered the items.

I ordered a shower screen for my bath which comes in 2 parts and a new toilet from the company below.

http://www.homesupply.co.uk/

Now obviously it has been a while since I have had the bits but not wanting to be ripped of these days by cow boy builders we were looking around for a suitable builder and when we found one we had to wait about a month before he could start the work.

Fast forward to last week and we have now found out the shower screens are the completely wrong ones and the the pan for the toilet is actually warped slightly and is not level.

As soon as I found this out I rang home-supply and told them who then said to send them a email which I did as shown below.

As per are telephone conversation please find as requested the details of my problems.

The pan on the toilet system is warped and is not level and therefore its needs replacing.

The bath screen and enclosure are actually the wrong ones. I rang up to make sure I would be receiving L9120 AND L9123 which I was told I would be but I have actually received a L9122 and a L9128 which of course are the wrong ones and therefore require swapping.

The pan is in use but the bath screens have not been opened.

Regards

I was telling a slight porky about ringing up for advice as I actually never did but there reply today was.

Thank you for your email.

I am sorry to hear that you are experiencing problems with the orders that we have delivered to you.

I have looked into both statuses surrounding your orders and unfortunately, we are unable to supply replacements as our terms and conditions state that we must be notified of any damages and incorrect parts within 7 working days. We also re-iterate and stress that products must be checked upon delivery and anything that you are unable to check, should be signed for as unchecked.

I am sorry that we cannot help on this occasion.

Kind Regards,

Now obviously I ain't over chuffed at this as this is a good £400 worth of parts. Its not as if I'm after a refund and money back as the screens I actually need are more expensive the the 2 I have and how am I supposed to know the toilet pan is warped until it is actually fitted?

Granted I can check for scratches or chips but that's not the problem.

Can anyone offer some advice on this please?

Thanks in advance.

Art_2

Nex0 wrote: »

Hi I hope someone can help with this.

Unfortunately I have deleted all my emails on this so i'm not entirely sure about specific dates.

I receipt shows the dates as the 2-4-07 although I suspect it was approx a month before that I actually ordered the items.

I ordered a shower screen for my bath which comes in 2 parts and a new toilet from the company below.

http://www.homesupply.co.uk/

Now obviously it has been a while since I have had the bits but not wanting to be ripped of these days by cow boy builders we were looking around for a suitable builder and when we found one we had to wait about a month before he could start the work.

Fast forward to last week and we have now found out the shower screens are the completely wrong ones and the the pan for the toilet is actually warped slightly and is not level.

As soon as I found this out I rang home-supply and told them who then said to send them a email which I did as shown below.



I was telling a slight porky about ringing up for advice as I actually never did but there reply today was.



Now obviously I ain't over chuffed at this as this is a good £400 worth of parts. Its not as if I'm after a refund and money back as the screens I actually need are more expensive the the 2 I have and how am I supposed to know the toilet pan is warped until it is actually fitted?

Granted I can check for scratches or chips but that's not the problem.

Can anyone offer some advice on this please?

Thanks in advance.

Are you able to prove that they sent the wrong screens? They must have sent delivery notes with the goods that will have the part numbers on. Also you could ask the retailer to send you copies of the orders and to forward copies of your emails where you ordered the screens. If they have supplied what is stated you are between a rock and a hard place. Would they take them back into stock with a re-stocking charge? Have you tried speaking to the MD on the phone? This may be worth a go. If your email shows they have supplied the wrong goods you can reject them and if need be go to the Small Claims Court.

The toilet seat is more straight forward. Tell them you are rejecting it as not being of merchantable quality as per the Sale of Goods Act.

As the screens seem to be the more expensive part of the order don't go in with all guns firing on the seat as it may make them dig their heels in on the screens.

Regards,
Art.

Nex0

Art wrote: »

Are you able to prove that they sent the wrong screens? They must have sent delivery notes with the goods that will have the part numbers on. Also you could ask the retailer to send you copies of the orders and to forward copies of your emails where you ordered the screens. If they have supplied what is stated you are between a rock and a hard place. Would they take them back into stock with a re-stocking charge? Have you tried speaking to the MD on the phone? This may be worth a go. If your email shows they have supplied the wrong goods you can reject them and if need be go to the Small Claims Court.

The toilet seat is more straight forward. Tell them you are rejecting it as not being of merchantable quality as per the Sale of Goods Act.

As the screens seem to be the more expensive part of the order don't go in with all guns firing on the seat as it may make them dig their heels in on the screens.

Regards,
Art.

Hi

Thanks for the reply.

Bit of a tricky one now as when I purchased the screens online there is actually no model numbers for the screens on the site which is why I decided to try and play the dumb route and say I rang for advisement and confirm that the part numbers I had where the ones I would be sent.

This is the item I purchased.

http://www.homesupply.co.uk/proddetail.php?prod=L9120

Unfortunally they don't seem to send the items themselves as they are based in Plymouth and it seems to have been sub contracted to a company in my local area derby.

I haven't spoke to them on the phone since sending that email as I'm working 7.30 - 5 and by the time I get in they are shut although I finish at 3.30 on Fri so I can try speaking to the MD then.

Its not the toilet seat that's the problem sorry if I didn't explain it well it its the actual pan which is where you do you well you know you thing. :rolleyes:

As I said before i don't see what the big deal is with them as I'm prepared to spend more money to get the right screens and yes if necessary pay to get the other ones returned.

I shall have to look into sale of good act as I have not heard of that before.

Thanks again for you time and replying.